IT Service Desk Technician Level II

Answer incoming support calls and promptly return missed calls. Gather the information needed to begin troubleshooting, including a callback number, the affected equipment or application, and a clear description of what the employee is unable to do. Create a ticket to document and track the issue.

Ticket Queue Management & Triage

Monitor and triage the shared ticket queue throughout the day. Prioritize issues based on business impact, including the number of users affected and whether operations are disrupted. Take ownership of unassigned work, review aging tickets, and provide timely updates to users awaiting resolution.

Level 1 Technical Support

Resolve Level 1 requests such as account unlocks, password resets, application setup, and peripheral issues. Verify user identity and follow established approval and security procedures before making access-related changes.

Level 2 Troubleshooting

Independently troubleshoot Level 2 issues such as recurring Windows errors, Outlook profile problems, network printer failures, and intermittent VPN connectivity. Use remote support tools, logs, testing, and other available resources to identify the cause, implement a solution, and verify the issue is resolved.

Desktop & End-User Support

Provide hands-on support for laptops, workstations, and peripherals. Configure and deploy equipment, install approved software, replace faulty hardware, and troubleshoot printers, scanners, docks, monitors, and related devices. Maintain accurate records of equipment assignments and replacements.

Escalation & Communication

Escalate suspected security incidents, widespread outages, and issues requiring specialized access or expertise. Provide the receiving technician or vendor with the business impact, symptoms, troubleshooting performed, and relevant findings. Keep affected users informed of status and next steps.

Ticket Documentation & Knowledge Management

Maintain accurate and current ticket documentation through resolution and closure. Record troubleshooting performed and the final resolution, confirm the employee can resume normal work, and document repeatable solutions in the team knowledge base. Identify recurring incidents that may require further investigation.

Documentation & Reporting

Maintain accurate documentation of system configurations, procedures, and incidents to support ongoing operations, audits, and future planning. Develop and maintain user guides, technical procedures, and training materials that promote consistency, self-service, and knowledge sharing.

Collaboration & Operational Support

Work closely with IT team members, other departments, and vendors to resolve technical issues and support day-to-day IT operations. Share relevant information, coordinate troubleshooting efforts, and assist with technology initiatives as needed.

• At least two years of hands-on IT support experience in a service desk, help desk, desktop support, or managed service provider environment.
• Direct responsibility for answering inbound technical support calls and working from a shared ticket queue. Experience prioritizing simultaneous requests and following up on open issues.
• Experience independently diagnosing and resolving Windows desktop, Microsoft 365, and hardware problems, both in person and with remote support tools., * Working knowledge of Windows workstations, Outlook, Teams, and OneDrive. Able to isolate an issue to the user account, device, or application and test the proposed fix.
• Ability to set up and repair desktop equipment and troubleshoot network printers, including driver, print queue, and connectivity problems.
• Understanding of IP addressing, DNS, DHCP, Wi-Fi, and VPNs sufficient to distinguish a single-device problem from a broader network issue.
• Ability to guide a nontechnical caller through troubleshooting, explain the next step in plain language, and write ticket notes another technician can use.
• Ability to work independently, recognize when an issue exceeds assigned access or expertise, and act on open tickets without waiting for individual assignments., * At least one year supporting multiple clients at a managed service provider (MSP) is strongly preferred. Comparable experience on a high-volume internal service desk supporting multiple locations is also valuable.
• Experience with NinjaOne or a similar remote monitoring and management (RMM) platform, plus routine account support in Active Directory or Microsoft Entra ID.
• An associate degree in information technology or a related field, relevant technical training, or a certification such as CompTIA A+ or Network+. A degree or certification is optional.

Key Competencies

• Excellent communication skills; able to convey technical concepts to non-technical audiences; maintain confidentiality and professionalism.
• Service-driven, responsive, and courteous in all interactions.
• Strong organizational skills: able to manage multiple priorities and escalate issues appropriately.
• Works independently and collaboratively; contributes to team goals and fosters a positive work environment.
• Proactively identifies solutions, shares innovative ideas, and supports continuous improvement.

Licensing Requirements

• Valid Texas driver’s license.
• Eligibility to obtain and maintain a TWIC card for access to secure marine and industrial facilities., * Ability to lift 50 lbs., operate office and field equipment, and perform physical tasks such as bending, kneeling, and climbing stairs or ladders.
• Strong reasoning, analytical, and multitasking abilities; maintains professionalism, meets deadlines, and works with minimal supervision.

• Primarily Monday-Friday, 8:00 AM-5:00 PM, with flexibility for irregular hours as needed.
• Office-based with potential for remote work upon approval; occasional travel required to marine and industrial sites.
• May include indoor/outdoor conditions, temperature variations, noise, fumes, dust, and chemicals.
• May involve travel by vehicle, bus, van, or plane.